Know Your Rights

Your Right To Question Bills

Homeowners have the right to ask what a bill relates to, how it was calculated, what authority is relied upon, and why the charge has been applied to them. Questioning a bill is not unreasonable. It is a sensible and often necessary step where charges are unclear, disputed, or unsupported by proper explanation.

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Homeowner firmly handing a document to a factor representative asserting the right to question charges and bills.

You are entitled to ask questions

A factor should be able to explain what a charge is for, how it arose, and why it is being sought from you.

Clarity matters

Vague descriptions, poor breakdowns, and unsupported figures are all reasons to seek proper explanation in writing.

Keep everything in writing

Written questions, written complaints, and written replies are often essential if the dispute later needs to be escalated.

What You Are Entitled To Ask

Questions your are entitled to put

If you receive a bill or demand that you do not understand, there are a number of basic questions you are entitled to ask before deciding what to do next.

What exactly is this charge for?

Ask what work, service, repair, insurance item, or other cost the bill actually relates to.

What date or period does it relate to?

A charge should be capable of being linked to a relevant period, job, or invoice date.

What property, block, or common part does it concern?

You should be able to identify what part of the development or building the cost relates to.

How was my share calculated?

Ask for the basis on which the amount was apportioned to you and to other owners.

What authority is relied upon?

Ask what document, provision, deed, contract, Written Statement of Services, or other authority is said to justify the charge.

Can you provide the breakdown and supporting papers?

Ask for itemised information, invoices, quotations, contractor paperwork, or any relevant explanation.

Documents To Check First

Start with the key documents

A bill should not be looked at in isolation. Homeowners should compare it against the documents that are supposed to govern the factor’s authority and the services provided.

Written Statement of Services

This should explain what services are provided, how charges are worked out, how complaints are handled, and the basis on which the factor acts.

Title deeds or deed conditions

These may be highly relevant where liability, common parts, block-specific obligations, or apportionment are disputed.

Invoices, quotations, and correspondence

Bills should be checked against the papers said to support them, together with any earlier emails, notices, or explanations from the factor.

Warning Signs

When a bill deserves closer scrutiny

Some charges raise obvious concerns and should not simply be accepted without further questioning.

The bill is vague or uses broad labels without proper explanation.

The charge appears to relate to a different block, building, or area.

You are told the sum is payable, but no clear authority is identified.

The same charge appears to have been repeated, duplicated, or raised more than once.

The amount is based on old contractor paperwork with little explanation.

You are given pressure to pay but no meaningful answer to your questions.

The bill appears inconsistent with previous notices, invoices, or allocations.

The work appears not to have been done, or not to have been done on the property you own.

What To Do

What homeowners should do before escalating

The strongest approach is usually calm, specific, and written. The aim is to build a clear record.

Ask focused questions in writing

Identify the charge, the date, and exactly what you want explained. Keep your questions precise.

Request the supporting documents

Ask for the breakdown, invoices, quotations, authority relied upon, and any consultation record.

Check the Written Statement of Services and title position

Compare the bill against the documents said to govern the factor’s powers and your obligations.

Keep copies of everything

Save bills, emails, letters, notes, photographs, and any replies or complaint outcomes.

Formal Complaints

When to make a formal complaint

If your questions are ignored, answered vaguely, or dismissed without proper explanation, the next step may be a formal written complaint.

Be specific

Identify the bill, the charge, the problem, the dates involved, and why you say the response is inadequate.

Explain the effect on you

State clearly whether the issue has caused financial pressure, uncertainty, delay, inconvenience, or other impact.

Refer to the documents

Mention the Written Statement of Services, deeds, invoices, or correspondence that you say support your position.

Ask for a clear outcome

Say what you want: an explanation, a correction, a withdrawal of the charge, a revised apportionment, or a formal response.

Evidence Checklist

Documents and information to gather

The bill or invoice itself

Written Statement of Services

Title deeds or deed conditions if relevant

Emails, letters, and complaint responses

Contractor invoices or quotations

Photographs of the work or property condition

Notes of dates and events

Evidence of payments already made

Practical Checklist

Before accepting or challenging a bill, ask yourself

Do I understand exactly what this charge is for?
Do I know what building, block, repair, or service it relates to?
Have I seen the Written Statement of Services?
Has the factor explained the authority for raising the charge?
Have I asked for the breakdown and supporting paperwork?
Does the allocation appear correct?
Have I put my questions in writing?
Have I kept copies of all replies and supporting documents?
Do I now need to make a formal complaint?

If you have been faced with unclear charges, disputed bills, or dismissive responses, you are not alone.

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